GlobalHealth Awards 2021
At Gleneagles Hospital Kuala Lumpur, we pride ourselves on adhering to the principles of quality management and continuous quality improvement, which are carried out by identifying the needs of patients at every touch point of their journey. The accreditation received from the Joint Commission International (JCI) and Malaysia Society for Quality in Health (MSQH), both coveted benchmarks for hospital quality and patient safety standards, is the best testament.
As a prestigious and established private healthcare provider in Malaysia, we have undertaken great strides to manifest our core values into service excellence through several efforts that span outpatient and inpatient services, ease of communication, and clinical and operational excellence.
With us, treatment and recovery go far beyond medicine and procedures. Instead, we combine cutting-edge medicine with 5-star hospitality culture and focus on empathy, end-to-end care, and a world-class team. We ensure that our clinical leadership and professional team is regularly trained in their specialised area, keeping them up to date on the latest trends and innovations in healthcare.
Recent market trends suggest that the general public and patients are more focused on value—in this sense, not only the cost patients pay but also the quality of care that patients receive. These trends include rising healthcare costs, government policies on drug price control, pressure from payors on hospital bills, and competition among private hospitals.
Ms Hoo Ling Lee (left), Gleneagles Hospital Kuala Lumpur’s CEO, on receiving this year’s Global Health Asia-Pacific award for Value-Based Hospital of the Year in the Asia-Pacific.
Clinical excellence through value-driven outcome (VDO) initiatives
To improve the value of our healthcare services from a clinical excellence perspective, we conducted pilot projects that monitored quality outcome indicators from pre-procedure, intra-procedure, and post-procedure touch points. In 2020, we conducted a pilot study to analyse a patient's journey to understand the value chain of a patient's experience, treatment procedure and recovery journey in cardiology, gastroenterology and orthopaedics fields.
Service excellence through engagement
Gleneagles Hospital Kuala Lumpur focused on engaging with every stakeholder internally. This included the registration counter staff, triage, nurses, diagnostic laboratory personnel, consultant specialist and pharmacist. This strategy aimed to identify gaps in existing processes, allowing us to improve our delivery of care. Additionally, all patient experiences are tracked and monitored via data collection and surveys, ensuring constant improvements on our end. This combination of clinical and service excellence ensures the patient receives the best possible care in Gleneagles Hospital Kuala Lumpur.
Being in the healthcare sector, we understand that a patient's care is greatly influenced by the standard of service, which is a crucial value-added component. Thus, Gleneagles Hospital Kuala Lumpur adopted the 5-Ups service values training, tailored specifically to healthcare services which follow the Stand Up, Suit Up, Speak Up, Stay Up, and Step Up principles, explained Ms Hoo.
At the height of the pandemic, Gleneagles Hospital Kuala Lumpur developed an initiative to ensure additional regular communication was available for international patients via eHealthChat and eHealthConsult. eHealthChat provided patients with a FREE 10-minute conversation via video or phone call with their selected doctor regarding general wellness and advice while eHealthConsult is for patients requiring follow-up consultations with their doctor.
More information about eHealthChat can be found here.